AlMajdouie Motors

ALMAJDOUIE Group, a major Saudi conglomerate, has always been focused on client care and satisfaction. Customers know that the company’s managers, right up to the owner himself, are always approachable in case of a problem. “Thankfully for 29 years our company and its products have gained the trust of our valued clients. Those customers deserve our appreciation along with the latest tools and technology to provide the most professional care,” said Mr. Yousef Almajdouie, CEO of AlMajdouie Motors Company.

As one of the nation’s leading automotive dealers, AlMajdouie Motors was keen to improve customer service as part of corporate good practice and to improve profitability. Previously, a person at each of its 11 showrooms handled incoming calls. They couldn’t guarantee to answer every call or keep a tally of people responding to advertisements or promotions.

It was decided to introduce a single contact centre for the whole business with flexibility and integration capabilities. Handling digital channels as well as inbound and outbound calls was another must-have. Plus, AlMajdouie Motors wanted the system up and running fast. The Genesys Customer Experience Platform ticked every box.

Benefits

• Improved customer relations and contact through voice calls
• Extended customer interaction to digital platforms such as social media
• Introduced new services like single call service bookings
• Grouped all customer interactions onto a single platform

Challenges

• Improve customer service
• Gain visibility into customer interactions and ROI
• Comply with government customer service regulations

Solutions

• Inbound
• Outbound
• Digital Engagement